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Ryanair sales + service exam revision Questions with Solutions 2024
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Ryanair sales + service exam revision
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Ryanair sales + service exam revisionWays to attract customers' attention - answer catalogues, PA's, trolley display
Setting up your trolley - answer time of day, eye-catching + attractive, customer profile,
safety
Preparing PA's - answer average attention for listening: 19 SECS , keep it SHORT +
EFFECTIVE, make it PERSONAL, TONE of voice, COMBINE (product display), use
POSITIVE WORDS, be HONEST, PASSENGER PROFILE + SEASON
Where to get product info from - answer inflight catalogues, crew (website), crew
communication plan (crew room), memo book (crew room), FRTV (crew room), VPOS
device, trade shows, intranet, fleet tweet
Sales techniques - answer link selling, alternative selling, up/down selling, personal
recommendations, selling to a group/couple
Link selling - answer encouraging the passenger to buy another item by offering a good
combo (beer and pringles, coffee and croissant)
Alternative selling - answeroffering another product instead of what was requested if it is
out of stock
Up-selling - answeroffering something more expensive that will benefit the customer
Down-selling - answeroffering a lower priced alternative to make a sale
Flow of service - answercatalogues, hot food pre-orders, bar service, gash collection,
scratch cards, gifts service
Where to get your receipt - answerryanair.com - manage my booking
2 Things you must mention in your PA - answer1 privce on board vs high street price 2
percentage of the discount
Sales de-briefing - answer1 what went well/not so well, 2 areas for improvement 3 ask
for questions/concerns/speak up
Notes only - answerSwedish Kroner, Norwegian/Danish Kroner, US Dollars, Polish
Zloty, Hungarian Forint
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